Policies
Complaints
How to raise a concern with MindHug, and what we will do about it.
Version 1 · Effective 23 September 2026
Telling us something is wrong
If something we have done falls short, we want to know, and we would rather hear it early. Email [email protected] with what happened and what you would like us to put right. For a concern about your personal data, email [email protected].
What we will do
When you raise a complaint we will:
- acknowledge it within 5 working days
- look into it properly, speaking to the people involved
- give you a full response, normally within 20 working days, and tell you if we need longer and why
- explain what we have decided and any change we are making as a result
If you are still not satisfied
If our response does not resolve things, tell us and we will escalate it to a director for a further review.
For a data-protection complaint, you can also contact the Information Commissioner’s Office at ico.org.uk. Where a complaint concerns the safety or welfare of a person, see our safeguarding page.